What users are saying about
3 Ratings
51 Ratings
3 Ratings
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Score 10 out of 100
51 Ratings
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Score 8.4 out of 100

Likelihood to Recommend

Discourse

Discourse is perfect for communities and basically the best forum software out there. Wherever a forum would make sense, Discourse is probably the best solution. Having said that, small corporations with little external outreach have limited advantages with Discourse, since it's designed to facilitate discussions which happen at a slower pace while startups and small corporations will probably want to move faster with software like Slack.
Elio Qoshi | TrustRadius Reviewer

Zoho Desk

As an educator in technology, many of my customers are not tech-savvy and they need a simple form they can fill in to start a support session and to have simple questions answered. Zoho Desk provides a system where the support person can record the issue and provide the solution by responding directly with the customer via a ticketing system. Once the problem is solved a resolution can be written and saved as an article for future reference as an education tool or self-support resource for subscribed customers.
David Cook | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Discourse
Zoho Desk
10.0
Organize and prioritize service tickets
Discourse
Zoho Desk
10.0
Expert directory
Discourse
Zoho Desk
10.0
Subscription-based notifications
Discourse
Zoho Desk
10.0
ITSM collaboration and documentation
Discourse
Zoho Desk
10.0
Ticket creation and submission
Discourse
Zoho Desk
10.0
Ticket response
Discourse
Zoho Desk
10.0

Self Help Community

Discourse
Zoho Desk
10.0
External knowledge base
Discourse
Zoho Desk
10.0
Internal knowledge base
Discourse
Zoho Desk
10.0

Multi-Channel Help

Discourse
Zoho Desk
10.0
Customer portal
Discourse
Zoho Desk
10.0
Email support
Discourse
Zoho Desk
10.0
Help Desk CRM integration
Discourse
Zoho Desk
10.0

Pros

Discourse

  • User Privileges : Teams, Trust Levels, Moderation, Private and Public Threads make it possible to have as much transparency, privacy or power decentralization as one wishes.
  • Gamification: Badges and Achievements can be customized for User Activity and frequent readers and writers.
  • Mailing List mode: Users can choose to use forum threads without the User Interface by subscribing via mailing list mode.
Elio Qoshi | TrustRadius Reviewer

Zoho Desk

  • Give a basic ticketing platform to resolve queries received through the platform, email, or embedded forms.
  • User-friendly dashboard, which shows all the tickets' statuses.
  • We can embed support form in our websites to get queries.
  • Zoho Desk also supports a basic knowledge-base, which helps us to create FAQs.
  • Connecting with a social network like Facebook.
Anonymous | TrustRadius Reviewer

Cons

Discourse

  • Unsure of how to use tags, since they are all lowercase and it feels a bit messy for a user-centric experience.
  • Private Messages can be seen by Administrators, something which might not be clear to everybody.
  • Mailing List Mode is very powerful but it's a bit tiresome to set-up consistently compared to the experience of the Graphical User Interface.
Elio Qoshi | TrustRadius Reviewer

Zoho Desk

  • Integration with email is not the smoothest
  • Escalation rules take into account weekends but not holidays
  • Reports can be a bit confusing
Anonymous | TrustRadius Reviewer

Usability

Discourse

No score
No answers yet
No answers on this topic

Zoho Desk

Zoho Desk 8.0
Based on 1 answer
Although it is rather straightforward to navigate I did not find it intuitive when I am in a customer support call. The in-call notetaking feels a little disjointed and distracting when you are trying to take notes on an existing ticket once it has been submitted. I like how you can link calls received on your phone to Zoho Desk when you have the app installed on your smartphone. It seems that every feature I would want with this support tool is available however I find I have to learn where they are how to find them. This can be seen as a good thing in a product so feature-rich and would be even better if it was seamless to use.
David Cook | TrustRadius Reviewer

Support Rating

Discourse

No score
No answers yet
No answers on this topic

Zoho Desk

Zoho Desk 10.0
Based on 1 answer
Zoho support, in general, has been very good and this would have to be extended to the Desk product as well. This is partly to do with the people hired to provide the support and you could say it is a good demonstration of the support software itself as it is used to provide the help when you ask for it.
David Cook | TrustRadius Reviewer

Alternatives Considered

Discourse

No answers on this topic

Zoho Desk

Value for money simply beats the rest. Also, as part of the Zoho Suite, integrations are wonderful, for example to CRM or consolidating Reporting with other apps such as Zoho Projects. Integration to advanced Analytics is also very helpful. In terms of features, they are pretty complete. Easy to train and use
María Fernanda Cruz | TrustRadius Reviewer

Return on Investment

Discourse

  • Community Members are eager to jump into the discussion.
  • Conversations can be tracked easier without the risk of being lost in a sea of messages as people tend to construct their posts more carefully than on any workspace messenger.
  • It's open source and configurable with many other add-ons to help integration with other services.
Elio Qoshi | TrustRadius Reviewer

Zoho Desk

  • It helped to reduce company's reponse time by letting employees when a new comunication started and who will handle it.
  • It helped to maintain private conversation between organization members to organize what to reply and do for customers.
  • Increased productivity by task assignment and keeping track of the organization data/processes
Miguel Useche | TrustRadius Reviewer

Screenshots

Pricing Details

Discourse

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Discourse Editions & Modules

Additional Pricing Details

Zoho Desk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Zoho Desk Editions & Modules

Edition
Free$0
Professional$122
Enterprise$252
  1. per user
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Discourse
10.0
Zoho Desk
7.8

Usability

Discourse
Zoho Desk
8.0

Support Rating

Discourse
Zoho Desk
10.0

Add comparison